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By Ignacio Graglia
In this episode of Ticket Volume, we dive into the world of Service Management Maturity and Service Desk Certifications and levels with three experienced guests: Joshua Nelson, Head of IT Services at Runshaw College; Alex Harding, Director of Technology Experience at Power Design Inc.; and Sarah Jayne Bulley, a dedicated Service Delivery Manager at Euromonitor International.
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By Melisa Wrobel
If you’re planning to do a help desk migration – or you’re starting to explore the possibility, and don’t want to get into something you can’t handle – you’ve come to the right place. It’s fair to say we have some experience in the matter, and we know that a successful migration requires careful planning and execution. Many ITSM alternatives ask for specific help desk data migration solutions or tools to support the migration process.
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By Natalí Valle
Service desks are at the heart of IT support, acting as a bridge between users and IT services. However, the growing demand for instant resolutions and 24/7 availability has stretched traditional service desks to their limits. Enter service desk chatbots — AI-driven support tools that enhance support processes by automating responses and freeing agents to focus on complex issues.
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By Natalí Valle
IT support comes in many forms, and understanding the distinctions between various roles can significantly impact your organization’s efficiency. Among these roles, service desk and desktop support are often mentioned in the same breath, but they serve different purposes. Knowing the differences can help you determine which one aligns with your organizational needs.
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By Natalí Valle
The terms help desk and service desk are often used interchangeably, but are they really the same thing? If you're considering purchasing new software for IT support, you might want to give this some thought to choose the tool that best fits your needs. To start with, as with many things in the world of IT, there are no specific rules that vendors must follow when naming their software. This means that we can easily find products that provide similar functionality under different names.
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By Natalí Valle
The service desk is at the heart of technical support, centralizing all support operations. The success of those operations will highly depend on service desk best practices, which can transform how teams handle incidents, manage requests, and maintain service quality. For customer support and internal IT services, the service desk is the central point of contact where technical challenges meet user needs.
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By Natalí Valle
As businesses grow, so does the demand for effective IT management. One crucial role in this area is the service desk manager, a position that ensures IT support runs smoothly while meeting organizational goals.
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By Ignacio Graglia
A well-defined Project Management process helps IT teams keep their projects on track, ensuring that objectives are met, resources are efficiently allocated, and any potential risks are mitigated. From improving collaboration to streamlining workflows, a robust process ensures that everyone is aligned, and work progresses smoothly.
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By Natalí Valle
Finding the right service desk software for a small business might seem challenging at first, but it's worth the effort. Small businesses increasingly rely on efficient IT systems to manage customer support, track incidents, and ensure smooth workflows. 91% of service teams note that having a help desk system increases their productivity. If you’re searching for software that fits your organization’s size, budget, and unique needs, this guide is for you.
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By Natalí Valle
Managing IT support can quickly become overwhelming as businesses scale, especially when tickets pile up faster than your team can resolve them. Automated ticketing systems are a powerful way to organize and address incoming requests efficiently. Did you know that 90% of customers expect immediate response times? According to a survey by Hubspot, customers deem an “immediate” response to support issues to be around 10 minutes.
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By InvGate
In this video, we'll explore the essential strategies and best practices to help you unlock the full potential of your organization's knowledge assets.
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By InvGate
Help desk activities involve so many manual tasks that the job can quickly become tedious — leading to human error and high turnover. Service desk automation helps you avoid all that and allows IT support teams to focus on more complex and critical tasks. Some of the benefits that well-implemented automation can bring you include: Explore ten InvGate Service Management automation ideas in this video and boost your support efficiency!
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By InvGate
Human Resources is responsible for various functions within an organization, from hiring and onboarding to benefits and payroll. Therefore, it's the perfect area to start an ESM rollout. You can expand ITSM software to other company areas — contributing to their digital transformation and sharing some costs in the middle! The best part? You can build an HR ticketing system in under 10 minutes with InvGate Service Desk!
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By InvGate
Automated ticket routing is a great way to boost your customer support. This video breaks down three essential rules for implementing an efficient ticket assignment process. Learn the benefits of automatic ticket assignment, understand what ticket routing is, and explore how to create effective ticket assignment rules.
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By InvGate
Service desk Standard Operating Procedures (SOPs) are a great way to systematize working practices and lead to a more consistent experience for agents and end-users. Done well, they can be used to build up a solid knowledge base for your technical teams, which will improve response times, fix rates, and customer satisfaction. See how to create standard operating procedures for your service desk in this video, and get ready to improve IT support's quality, accuracy, and efficiency!
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By InvGate
Learn all about Total Cost of Ownership (TCO) in this concise guide. Understand why TCO matters and how it impacts your decisions. Learn the simple formula and calculate TCO.
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By InvGate
The knowledge base is an essential part of IT support self-service options, right next to the service catalog and the self-service portal. With a solid knowledge base, you can significantly reduce the number of tickets submitted to the help desk since you allow end-users to solve problems by themselves. In addition, if you set them as private, you can create an internal knowledge base for your agents to set up standard operating procedures and help them troubleshoot issues.
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From SME to large enterprises, InvGate improves IT support efficiency and customer experience with an integrated Service and Asset Management platform.
InvGate Insight, InvGate Manage, and InvGate Service are complementary IT management offerings designed to simplify and make life at work easier. Whether you need to offer IT support, to manage IT services, to manage IT assets, or all three, InvGate is here to help.
It’s our mission to help our customers help their customers, through solutions designed to optimize service delivery and support across all areas of business. Our technology is driven by customer needs – where ITSM and ITAM best practices meet these needs in a practical and affordable way.
Our Products:
- InvGate Service Desk: Improve IT operations through workflow, automation, knowledge management, self-service, and advanced analytics capabilities.
- InvGate Insight: Bring together asset data and information from across all of your organization´s technology domains.
- InvGate Assets: Track and manage all IT hardware and software assets in a centralized and automated way.
Your Gateway For Better IT.